ComplaintsforThat 1 Painter, LLC Austin

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a consult for NE painter to come out and paint the external property. The service included fill holes and cracks. It also included spraying the home. It included spraying the home with primer and then external paint. One person finished the entire home in 2 days. While this would have been amazing the house looked half fast. I asked the company to come back out and repaint what was not finished, and the owner told me that in those circumstances, we would have to get a third-party person to come out and look at the job. A third-party person from a company called ******* who is a painting company, came out and looked at the home and he indicated that the home did not look finished and that the company needed to come back out and paint the home. This was not done, and the company is now asking me to pay for more money for them to come back out and finish the job even though this service was already included in the initial hire of service:

  Business response

  07/20/2023

  Thank you for taking the time to review the following details:

  1. We completed a full exterior transformation on ********'s house and it looks fantastic! You can see the before/after photo for reference. The job took 4+ days.

  2. After completion, the customer paid the full bill and seemed happy for a while, but reached out a few days later saying that she believes that we only applied 1 coat of paint. We had applied 2 coats and 3 coats in some places, but we agreed to go back out with her and do a walkaround. We invited a ******************************* representative to join us for the inspection.

  3. During the inspection we determined everything looked as it should, but ******** is very very upset about "flashing," which is what happens when a paint appears to have shadows (photo attached of her siding and what that looks like). The flashing is a consequence of the brightness of the white paint color. The Sherwin rep pointed out a few spots that could benefit from a third coat, but I stayed at the house to personally repaint a large portion of the house for a third time. It took me about 9 hours to recoat about 60% of her siding. I figured if I just stay and paint almost everything with a 3rd coat, then ******** will be happy! ....I was wrong.

  4. Repainting the third coat didn't change much about her siding, because the problem isn't coverage - the problem is the color and light reflections. 

  5. We offered to fully repaint the siding of ********'s home for no additional labor as a goodwill gesture (it would typically cost about $1000, but we offered for no cost), the only catch is that ******** would have to buy the additional paint for $250. 

  6. ******** declined our offer and was very upset that we asked her to pay for the additional paint. 
  
  Feel free to reach out to ******* from *******************************, he was the 3rd party ******** refers to in her complaint. *********************** ************

  Our offer still stands, if ******** would like a full repaint for a 4th coat we are happy to do it if she covers the paint! I don't think that will solve the sheen flashing, with a bright white color the shadows and reflections are to be expected. I try to explain this to ********, but she won't have it. She's still claiming we've only done 1 coat despite having done 3-4 with many witnesses of our efforts. 

  Photo explanation:

  1. Before/after of the house - Her neighbors have provided many compliments, it truly looks so much better!
  2. #** shows what the shadows and flashing looks like - the blue areas have at least 3 coats on it.
  3. #** shows the back of the house, which was completely repainted with a 3rd coat. 
  4. #** shows the flashing in the light, you can see the shadow of the ladder on the siding - this is the type of thing ******** thinks more paint will solve.
  5. A copy of the original invoice showing what is on the contract for reference. We certainly did our part! 

  Customer response

  07/26/2023

  Complaint: 20346776
  
  I am rejecting this response because:
  

  I hired this company to do fully paint the home. The agency indicated as you see on the bill provided that they were going to spray wash the home, cover cracks, put a primer and then paint the home. I work from home and I was well involved in the process looking outside and being outside with the painter. (It was only one guy painting the house which told me he does not have his US citizenship but thats not the issues moving on) I asked him if he was going to prime the house and he began spraying the home. He moved on and did not go back to the spot he sprayed. I asked him if he was going to give it a second coat because naturally if you prime the home thats one spray and then the actual paint is another and he said no. So I asked **** to come out to look at the home in which he told me it looked great. I pointed out that I was here and that the painter did not prime the home and only painted it once. **** told me that he did not even though **** was not here. **** told me that he would come out in the later days to go over finishing touches. 
  

  Fast forward a couple of days and he had told me that they finished the house. They charged my card without my authorization and it got declined-then it went through. I did a walkthrough with **** and i pointed out a bunch of places that needed to be repainted that they had not finished the job. He told me that they did finish because he thought it looked fantastic. I told him I was not happy and that I wanted them to come out and basically do what I paid for. Well he told me in situations like this a third party would have to come out and basically judge whether or not the house needs more paint. 
  

  the 3rd party person came out and agreed the home needed more paint in which **** got very upset. I thanked the 3rd party person **** told me he would repaint and I thought my problems were going to be solved. 
  

  Then **** calls me and texted me that he sent me an agreement form indicating that I would have to pay more in order for them to finish the job. I was so astounded because I already paid and they charged me without authorization so I could not believe he had the audacity to ask me for more money.
  

  **** has told me that he has came over with multiple painters and they have told him the house needs more paint on the siding. I did tell **** that the paint is absorbing through the siding because priming was never used. the issue has escalated to the point I just was to be reimbursed for the  money I spent because the job was never finished and he refuses to finish the job without me paying for additional costs outside our original agreement not to mention the fraudulent charges on my account 

  
  *******************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  RE: Invoice #** Transaction Date:May 31,2022 Work Performed: Painting of Kitchen and 2 Bathrooms Amount Paid: $1,581.00 Business **************************** Franchise Owner The painting performed in the bathrooms by That1 Painter has not met the expected level of quality stated in the contract nor has it met your stated 3 Year Warranty. This work was performed on/or about the first 2 weeks of June 2022. The paint in Bath 2 is chipping off the walls. I am writing to inform you that this is unacceptable and must be remedied immediately.Photographs of the paint coming off walls was sent to you on May 9, 2023 via text and email. There has been no attempt of the contractor to respond to any calls, emails or text messages as of June 9, 2023.I am requesting that you take the necessary steps to remedy the situation as soon as possible. This may involve additional work, additional resources, or other measures as you deem necessary. However, I expect that the work will be completed to the expected standard, and that you will take the necessary steps to prevent such issues from occurring in the future during the (3) three-year warranty period.NOTE: Contractor is listing his physical address listed above, this is a rent/lease by the day/hour.

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